Collections Advisor, Full-time
You'll use your skills to help customers who may be experiencing financial difficulties. A good listener, with an appreciation of the issues people can face in their daily lives, you'll negotiate solutions that help them resolve overdue payments. Click here to apply.
The following roles represent the kind of opportunities available at our two Birmingham locations. However, we won’t always be looking to recruit for all roles. To apply for a position you'll first need to search our vacancies.
Customer Service Representative
Delivering a first class service to our Premium customers, you’ll be the voice they hear to help them with a variety of Card related queries, so you’ll need to make a favourable impression from the first hello to the end of every call. It’s about consistently high levels of service and energy, so we’re looking for bright, attentive individuals who can hit the right note from word go and make customers feel valued.
Customer Service Representative
Responsible for providing customer driven service you will achieve standards for productivity, efficiency and quality. You will ensure that instructions/requests are correctly interpreted and fully "owned" and actioned. You will also ensure that any common errors/compaints/irregular transactions are identified and escalated in accordance with procedures in a timely manner.
We are seeking an experienced candidate to join us a in one of our key roles as a Team Leader. You will have the proven ability to lead, motivate and develop individuals and in particular you’ll have previously managed a team of people to deliver excellent customer service.
Complex Chargebacks Advisor
Our new Centre of Excellence will be the hub of all operational support for our UK Cards business. The Centre's success will depend on our people. People like you, who are passionate about delivering exceptional service. You'll plan and prioritise your workload in order to deliver high quality work on time and you'll support the team, recognise when assistance is needed helping colleagues to deal with challenging circumstances.
With a wide range of opportunities in a number of different Processing teams, you'll undertake complex processing work, provide direct customer contact, either by phone or through written communication, and offer an unrivalled quality service and experience for customers. Why? Because you care and are constantly driven to understand and identify the best service solutions for them.
You'll handle often complex queries and carry out a range of activities for financial processes, quickly establishing rapport with customers and building lasting relationships.
You will lead, drive and develop a team of support staff to ensure that a cost-effective, efficient and regulatory compliant processing culture is achieved.
Credit Officer - CCS
You'll resolve problem lending situations (mainly related to mortgage arrears and insolvency) and achieve repayment of outstanding debts, all while providing a high quality service to customers.
Credit Officer - Central Underwriting Unit
You'll carry out credit approvals for mortgage and unsecured lending applications through effective risk assessment, helping to ensure responsible decisions are made.
Customer Service Officer - Complaints
You'll focus on resolving customer and debtor complaines arising from collections and recovery services. You'll play a key part in protecting the Bank's position while ensuring customers enjoy a positive experience.
Debt Recovery Officer
You'll focus on maximising the recovery of outstanding debts from former customers using effective negotiation and settlement techniques, ensuring the highest levels of customer service at all times.
UK Service Delivery Administrator
You'll handle often complex queries, helping to provide the kind of high-quality solutions and service our internal and external customers expect.
You'll process, allocate and follow up all payments received onto customers' accounts. You'll also ensure that outstanding payment queries are resolved and customer accounts are effectively maintained.
Customer Resolutions Officer
You'll act as a referral point, providing advice, support and guidance to other departments receiving complaints. You'll resolve all serious complaints and complex enquiries in accordance with the Bank's agreed policies and legislative regulations.
Team Leader - Settlements and Reconciliations
You'll lead, motivate and develop a team to ensure high-quality service levels. You'll use reports and MI to ensure that the team settles and reconciles the business accounts within agreed service levels. You'll also ensure all outstanding items on all accounts are investigated and explained.
Team Leader - Central Operations
You'll lead, motivate and develop a team to ensure high-quality service levels. You'll create an environment where skills and knowledge are openly shared to achieve team and business goals, ensuring satisfactory resolution of enquiries and/or complaints from our internal and external customers.
You'll provide sales ledger management services, handling all debt collection activity on behalf of clients and minimising the risk of losses. This will involve making outbound calls and receiving inbound calls to/from clients' debtor customers.
Customer Service Representative - Central Operations
You'll ensure that all customer instructions and requests are correctly interpreted and acted upon. You'll also ensure that any common fraud, errors and irregular transactions are identified and escalated in a timely and appropriate manner.
New Accounts Controller
You'll be responsible for opening up new customer accounts accurately and deadlines, also amending existing customer details and contacting clients to resolve any queries.
Training and rewards
In return, we'll do everything we can to help you thrive in our sociable working environment. We'll give you plenty of support and training to help you meet your targets. Your hard work will be recognised. And, as you progress, we'll help you plan a structured career path - with all the individual development opportunities you need to go further. Not just here, but in other areas of the business - maybe even another part of the world.
The recruitment process
In the recruitment process, we'll be looking to see whether you have the skills outlined above. So if you're invited for interview, it's important that you prepare for it. This will help ensure you are confident and articulate on the day.
The recruitment process involves you completing an online application and questionnaire, plus a values-based telephone interview (HSBC values are Dependable, Open and Connected), as well as a face-to-face interview. Interviews are competency-based, which means we'll be asking you to talk about specific instances where you have displayed the qualities needed to succeed in the role. It's really worth having a think about the kind of examples you might give us before the interview.
Also remember - if, for whatever reason, you're unsuccessful, you cannot reapply, or apply for the same role at a new location, within six months of your application. You can, however, apply for an entirely different job within HSBC.
If you have any problems whilst completing your application please email: HSBC.Recruitment@hsbc.com
Collections Advisor, Part-time
You'll use your skills to help customers who may be experiencing financial difficulties. A good listener, with an appreciation of the issues people can face in their daily lives, you'll negotiate solutions that help them resolve overdue payments.
Whichever role or location you apply for, the process will be broken down into the following stages:
1) Find a vacancy & apply
The first step is to search for an appropriate vacancy and complete a simple application form via our website. This will first require you to agree to the terms and conditions of your application before asking for basic information about yourself, as well as your CV or an account of your recent work experience. Do not rush this stage. Even though it shouldn't take long to complete, allow yourself plenty of time to get it right.
2) Job match profile
You'll then need to complete a job match profile online. Typically, you'll receive instructions on how to undertake this questionnaire within 48 hours of your initial application.
3) Telephone interview
The next step is a 30-40 minute telephone interview based around the key skills required for the role you've applied for. Taking place at a time to suit you, this will examine your motivations for the role together with your communication skills.
4) Credit check
An important part of the application process, this check will include CCJs, bankruptcy and delinquent debts registered (e.g. defaulted on payments to a loan which has not been paid in full). Full details on this are contained within the terms and conditions of your application.
5) Final interview
The final stage of the process is a face-to-face interview or selection centre. Typically, this appointment will last around one hour, and will again focus on how your skills and experiences match with our requirements. It will also give you an opportunity to ask any questions you have about the role and HSBC.
You'll be advised of our decision within seven days of the interview or selection centre. If you are successful, you'll then be invited to join an initial induction course that will tell you all you need to know about a career with HSBC.
6) Criminal Record Search
As we process your application, we will also need to see a Criminal Records Disclosure report for you. Having a criminal record does not necessarily mean that you won't get the job. This will depend on the nature of the position you're applying for, together with the circumstances and the background of any offences.
All our offers will be subject to satisfactory pre-employment references. While we're preparing your contract and terms and conditions of employment, we'll begin obtaining references.